Solving playback issues

[DBugs]

Model 4802RW-ROKU Ultra

version 11.5.0 · Build 4235-C2

This loss of sound issue only happens on this device (so far). Picture is fine, sometimes audio is out of synch with video, and other times the Audio is just not there at all. Restarting or unplugging the power and rebooting resolves the issue so far, but I didn’t buy this service for that. 

[RokuDanny-R]

@DBugs

Thanks for the post.

We would be more than happy to look further into the issue, but will need more detailed information. Can you please provide us the following information:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
• tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times and provide us with this ID)
• do you have any external audio products connected within your home setup
• steps to reproduce the issue you are seeing 

Once we have this information, we will be able to investigate the issue you are experiencing.

Thanks,
Danny